Case Study: itGenius saves 40 hours a month with Hiver

itGenius saves 40 hours a month with Hiver

itGenius, a Google Workspace consultancy, needed a system to manage customer emails from shared inboxes after their previous solution, Zendesk, proved too complex and impersonal. Their team required a way to efficiently assign and track conversations to provide timely, personal support, especially while operating as a fully remote company.

By implementing Hiver, the team managed shared inboxes directly within Gmail, eliminating the need for a separate ticketing system. This allowed for natural customer conversations and streamlined workflows using features like assignment and tags. With Hiver, itGenius saved 40 hours per month, improved team alignment, and used built-in analytics to monitor key metrics like response times and customer satisfaction.

itGenius